Refund policy
Last updated: August 2026
Every Arufa product is printed and finished after you order it. There is no shelf stock, which is why this policy is narrower than a conventional retailer's. Please read it before you order.
Damaged, defective or incorrect items
Please inspect your order on delivery.
If your item is damaged, defective, or is not what you ordered, contact support@thearufa.com within 48 hours of delivery with:
- Your order number
- Clear photographs of the issue
- An unboxing video recorded from the moment the sealed package is opened
The unboxing video allows us to confirm whether damage occurred in transit or in production, and to raise the claim with our courier or fulfilment partner. Claims without it are difficult to verify and may not be approved.
Once verified, we will send a replacement at no cost to you. Where a replacement is not possible, you may choose a refund to your original payment method or store credit.
Return pickup for verified defects is arranged and paid for by us.
The following are eligible:
- Damaged or defective items
- Incorrect product received
- Manufacturing defects
What we cannot accept
Requests for the following are declined, as all products are made to order:
- Incorrect size selection
- Change of mind
- Preference or fit issues
- Items that have been worn, washed or altered
Please review the size guide on the product page before ordering. If you are unsure of your size, email support@thearufa.com with your chest measurement and height and we will recommend one.
Submitting a request does not guarantee approval. All requests are reviewed against this policy.
Exchanges
We do not offer direct exchanges. Each piece is made for a specific order, so there is no stock to exchange into. Verified issues are resolved by replacement, refund or store credit as set out above.
Cancellations
Orders can be cancelled before they enter production, usually within a few hours of ordering. Email support@thearufa.com with your order number as early as possible.
Once an order has entered production it cannot be cancelled.
Refunds
Approved refunds are issued to your original payment method within 7 to 10 business days, depending on your bank or payment provider.
For Cash on Delivery orders, approved refunds are made by bank transfer. We will request your account details.
Shipping and COD charges are refunded where the fault is ours. They are not refunded on parcels returned due to failed delivery, refusal, or an incorrect address.
Store credit
Where store credit is issued and accepted:
- It can be used on any future order from The Arufa
- It is non-transferable and cannot be redeemed for cash
- It is valid for 6 months from the date of issue
Returned and refused deliveries
Orders that are refused at delivery, returned because you were unavailable, or undeliverable due to an incorrect address are not eligible for a refund of shipping charges or for free reshipment. Reshipping charges are borne by the customer.
Cash on Delivery orders
COD orders follow the same terms as prepaid orders. They are eligible for replacement, refund or store credit only where the item is damaged, defective or incorrect.
Failed payments
If a payment fails but the amount is debited and no order is created, your bank will reverse it automatically, usually within 5 to 7 business days. Contact us if it does not.
Contact
support@thearufa.com. We respond within 24 hours on business days.